iManage Cloud
Technical Support FAQ
The iManage Support team is committed to ensuring your organization’s success. This Frequently Asked Questions (FAQ)
document provides quick answers and points to reference materials that will allow you to achieve the most from your
iManage Cloud subscription service.
If you have a question about iManage Support that is not addressed below, please contact us at support@imanage.com .
AS AN IMANAGE CLOUD CUSTOMER, HOW DO I CONTACT IMANAGE SUPPORT?
Technical support entitlement commences on the effective date of your subscription agreement. Technical Support Cases
can be logged by phone, by email, or in Help Center. Once a case is logged, you will receive a Case ID within minutes.
When a solution has been defined, your case history will include the resolution for future reference.
QUICK REFERENCE INFORMATION
Submitting a Case by Phone:
In North America, call:
+1 (312) 683-9575, Press 1
+1 (855) 973-1567, Press 1 (toll free)
In Europe and worldwide, call: +1 (312) 683-9575, Press 2*.
*EMEA and Worldwide calls will be temporarily routed through the U.S. by pressing option 2 when you dial the U.S. number. We will
post an announcement in the iManage Support Announcements section of the iManage Help Center and update this FAQ once the
EMEA and Worldwide phone number is live.
Submitting a Case by Email:
To contact support by email, send your question or issue to support@imanage.com.
Submitting a Case by Online Portal:
To submit new or manage existing cases online, visit help.imanage.com.
PLEASE ALWAYS IDENTIFY YOURSELF AS AN IMANAGE CLOUD CUSTOMER.
I AM UNABLE TO CONNECT TO THE IMANAGE CLOUD, WHAT DO I DO?
Outages should be reported by submitting a technical support request as outlined above. Indicate that you are an iManage
Cloud customer who is experiencing an outage and are in need of immediate assistance.
WHO MAY SUBMIT A TECHNICAL SUPPORT CASE?
Any customer contact with a current Support & Maintenance Agreement (included with your iManage Cloud subscription)
and a valid company email address is welcome to access iManage Help Center content. The designated Internal Technical
Representatives (ITR) will also have the ability to submit support cases to iManage Support.
HOW DO I REGISTER FOR MY IMANAGE SUPPORT HELP CENTER ACCOUNT?
To request a new iManage Support account, send an email to support@imanage.com . Once your account is created, you
will receive an email notification with your login credentials.
WHAT INFORMATION IS USEFUL WHEN LOGGING A CASE?
When logging a support case, please have the following information available to facilitate the troubleshooting process:

Customer Contact Information – Person logging the case

Environment Information – iManage Cloud customer designation, product (if known), version (if known), relevant
system platforms and integrations.

Problem Description – Accurate problem definition including symptoms, errors, logs, and steps to reproduce.

Severity Level – Business impact of the problem. For details regarding severity definitions, please refer to the
WHAT RESPONSE TIME MAY I EXPECT ONCE I SUBMIT MY CASE? question below.

Support Tool Output – The Support Tool, available for download on the Help Center, automatically collects
standard system data including system specs, registry settings, logs, version, etc. Attach the support tool output
with your request to facilitate the troubleshooting process.
HOW DO I ACCESS DOCUMENTATION, RELEASES, & KNOWLEDGE ARTICLES?
Visit the iManage Help Center at https://help.iManage.com for the latest documentation and releases. The iManage Help
Center also provides access to additional content and tools to help support end-users:
Knowledge Base
Whether you are just getting started or supporting an existing deployment, browse or search our Knowledge Base for
the solutions and information you need.
Community
Interact with customers, partners, and iManage staff in the iManage Community forums.
News & Highlights
Follow our announcements for latest on support news, new releases and resources, and technical updates.
Podcasts & Videos
Subscribe to our support podcast and view our videos to get insightful information and high value content directly
from our product experts.
WHAT RESPONSE TIME MAY I EXPECT ONCE I SUBMIT MY CASE?
Our phone, email, and online contact systems are available 24x7 for you to submit a support request. Response time
objectives for new requests are determined by the issue priority and your level of care.
Cloud Services Care (24x7):
If Customer has subscribed to the Cloud Services, support assistance is available during Business Hours. Response Time
Objectives for calls submitted outside the coverage window will apply to the next Business Day. In addition, Cloud
Services Care customers have access to support assistance 24 hours per day, Monday through Sunday, 365 days per
year, for Priority 1 Errors.
Priority 1 – Urgent: production system down (1 Business Hour)
Product is unusable, resulting in a total disruption of work or other critical impact on production operations. No
workaround is available. Newly received cases will be assessed through discussions with the customer to confirm that they
fulfill the criteria, and may be downgraded in priority if they do not.
Priority 2 – High: major feature/function failure (4 Business Hours)
A major feature/function failure of the Product which severely restricts production operations. A workaround is available.
Priority 3 – Normal: minor feature/function failure (6 Business Hours)
A minor feature/function of the Product does not operate as designed, there is minor impact on usage, and a reasonable
workaround is available.
Priority 4 – Low: minor problem (1 Business Day)
This can be classified as a request for documentation, general information, enhancement request, etc.
We understand the mission-critical nature of iManage to your business and our support staff works diligently to far exceed
response time objectives.
WHO DO I CONTACT IF I HAVE CONCERNS REGARDING THE PROGRESS OF MY CASE?
If you have concerns regarding the progress of your support case or our service, contact us through standard support
channels and ask to speak to our support management team.
You can also contact your assigned Client Director via email if you have any concerns. Please provide the Technical
Support Incident number and the nature of the issue in the email.
HOW MAY I RECEIVE SUPPORT FOR NON-FAULT BASED TICKET ISSUES?
The primary function of the Technical Support team is to work with customers to help identify and resolve product defects.
For additional services such as support for project related activities or training, the support team, your Client Director or
your account executive will be able to put you in touch with the appropriate resource.
© Copyright 2016 iManage, LLC. The information contained herein is subject to change without notice. The only warranties for iManage products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. iManage shall not be liable for technical or
editorial errors or omissions contained herein.
January 2016